About Pendo

Pendo is a product experience platform for teams to capture product usage data and behavior, gather feedback, and influence behavior with in-app messaging. By providing users with the tools to analyze their customer usage, organizations can see which features drive engagement and target segmented groups, enhancing their customer experience.

The behavioral analytics tool allows users to extract and analyze data such as time spent on the app, drop off points and trends over time. Using this data, users can make changes based on results and create targeted material for specific user groups. In order to facilitate effective targeting, Pendo allows users to define custom user segments based on behavior in order to smart target with in-app guides and walkthroughs. Using Pendo’s templates, users can create and customize guides in the form of tooltips, banners and light boxes, highlighting feature updates or providing support.

In order to enhance the user experience Pendo provides users with the tools to deploy feedback polls and surveys, enabling businesses to bring together quantitative and qualitative data. Users can run feedback forms in-app and calculate net promoter scores (NPS) in order to understand where dissatisfaction stems from. Results are provided within the Pendo app in real time so that action can be taken as necessary.

Key benefits of Pendo

  • Sync account and contact data with Pendo’s integration with Salesforce and push data to trigger offline actions and workflow. Pendo also integrates with Gainsight for KPI’s and Segment to simplify codebase.

  • Design custom funnels to follow user journeys through specific tasks, and witness how they complete them or where customers drop off, to better understand user behavior.

  • Blacklist users by host name, IP address, visitors and accounts so that usage from internal users does not affect data and analytics. Blacklisting is historical and instant so can be implemented or reversed at any time.

  • Access historical data any time via Pendo’s backup of customer activity from day one. Export this data in CSV or excel file with one click and access it through Pendo API or transfer to integrated apps.

  • Deploy stage testing on created guides with Pendo in order to gain analytics and decide which guides are the most effective and generate the most interaction. Guide analytics are displayed in graph format for ease of understanding.

  • Devices

    Business size

    S M L

    Markets

    Canada, United States

    Supported Languages

    English

    Images

    Customizable dashboard with overviews of usage
    View graphs and statistics based on app usage
    Follow user paths to understand the user journey
    Create in-app guides with smart targeting
    Run stage tests of guides to understand effectiveness
    Ask and receive feedback from users within the app
    Integrate with SalesForce and sync data and contacts
    Access historical data automatically stored by Pendo
    Create user segments to analyze particular user groups
    View 10 more
    Pendo video
    Pendo screenshot: Customizable dashboard with overviews of usage Pendo screenshot: View graphs and statistics based on app usage Pendo screenshot: Follow user paths to understand the user journey Pendo screenshot: Create in-app guides with smart targeting Pendo screenshot: Run stage tests of guides to understand effectiveness Pendo screenshot: Ask and receive feedback from users within the app Pendo screenshot: Integrate with SalesForce and sync data and contacts Pendo screenshot: Access historical data automatically stored by Pendo Pendo screenshot: Create user segments to analyze particular user groups

    Features

    Total features of Pendo: 75

    • Activity Dashboard
    • Alerts/Notifications
    • Archiving & Retention
    • Audience Targeting
    • Automatic Backup
    • Behavior Tracking
    • Behavioral Analytics
    • CRM
    • Churn Management
    • Client Management
    • Cohort Analysis
    • Communication Management
    • Contextual Guidance
    • Conversion Rate Optimization
    • Conversion Tracking
    • Customer Activity Tracking
    • Customer Experience Management
    • Customer Segmentation
    • Customizable Reports
    • Customizable Templates
    • Data Import/Export
    • Data Synchronization
    • Engagement Analytics
    • Event Tracking
    • Event Triggered Actions
    • Feedback Management
    • For Mobile
    • For Websites
    • Funnel Analysis
    • Goal Setting / Tracking
    • Heatmaps
    • Idea Management
    • In-App Events Tracking
    • In-App Training
    • Knowledge Base Management
    • Lead Management
    • Lead Nurturing
    • Leave Tracking
    • Monitoring
    • Multi-Language
    • Multiple Site Management
    • NPS of Customers
    • Pageview Tracking
    • Performance Metrics
    • Planning Tools
    • Predictive Analytics
    • Preview Functionality
    • Prioritization
    • Product Roadmapping
    • Real Time Analytics
    • Real Time Data
    • Real Time Monitoring
    • Reporting & Statistics
    • Reporting/Analytics
    • Retention Tracking
    • Revenue Tracking
    • Rich Text Editor
    • SSL Security
    • Search/Filter
    • Self Service Portal
    • Self Service Tools
    • Sentiment Analysis
    • Site Search Tracking
    • Survey/Poll Management
    • Surveys & Feedback
    • Time on Site Tracking
    • Training Management
    • Trend Analysis
    • Usability Testing
    • User Interaction Tracking
    • User Journeys
    • User Onboarding
    • User Research Analysis
    • Visitor Tracking
    • Visual Analytics

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    Reviews

    Overall rating

    4,5 /5
    (190)
    Value for Money
    4,3/5
    Features
    4,3/5
    Ease of Use
    4/5
    Customer Support
    4,5/5

    Already have Pendo?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 190
    Massimo A.
    Overall rating
    • Industry: Internet
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 9.0 /10

    Combines good product analytics with in-app guides and NPS tracking. And that's killer.

    Reviewed on 2019/01/05

    We now use it across several products in the MailUp Group (https://mailupgroup.com). For example,...

    We now use it across several products in the MailUp Group (https://mailupgroup.com). For example, beyond using it for product analytics, we were able to stop using other applications for both in-app guides and NPS tracking, and we now use Pendo for that both in MailUp (https://www.mailup.com) and BEE Pro (https://beefree.io). It's certainly not inexpensive, but it gives the Product and Product Marketing teams tools that are crucial to their work. So, money well spent in my view.

    Pros

    What's unique and really useful about Pendo is that it combines product analytics, in-app guides & Net Promoter Score tracking, all under one roof. This allows you to show custom messages just to certain audiences (e.g. I see that some customers did not yet try feature ABC, so I show them a Guide to trigger adoption), and see NPS scores for different segments of users (e.g. what's the NPS for customers that never use feature ABC? What's the score for those that use feature ABC all the time?). That provides incredible insights.

    Cons

    First of all let me say that the company has come a long way. Pendo is growing a ton and it shows. They're constantly improving the platform, so we're confident that flaws will be corrected over time. That said, in our experience setting things up takes some time (and the concept of "Feature" is not immediately clear to newcomers: it actually means "UI element"), and until recently there were some annoying productivity issues (e.g. you could not quickly clone a segment, resulting in potentially lots of repeat tasks just to create two similar segment of users: now this has been resolved!). Improvements still need to be made for multi-language applications (e.g. different Guides for different users that speak different languages).

    Chris W.
    Overall rating
    • Industry: Human Resources
    • Company size: 1 001-5 000 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Great product

    Reviewed on 2020/11/09

    Very good. The team were highly attentive and supportive. Has been a really enjoyable project...

    Very good. The team were highly attentive and supportive. Has been a really enjoyable project getting this set up and running with benefits almost immediately.

    Pros

    It is a significant investment, but so many benefits, it is worth it. The software is very easy to integrate with (for standard web apps) to start getting analytics immediately but you do need a role that focuses on this as their day job to drive the most value from it. The guides are easy to set up and flexible too with lots of templates to help get you started quickly. Having worked in product management for over 25 years the discovery of Pendo was a godsend! Wish had discovered it years before.

    Cons

    Works well for standard web apps. If your app doesn't change URL for each page you visit then there may be issues tracking at volume. Not insurmountable but needs more time, thought.

    Elizabeth B.
    Overall rating
    • Industry: Computer Software
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    This is instrumental for setting up your CS organization

    Reviewed on 2021/02/25

    Overall, I am happy with Pendo. It has enabled us to scale and get better customer data.

    Overall, I am happy with Pendo. It has enabled us to scale and get better customer data.

    Pros

    Pendo is a fantastic tool to understand how your users are interacting with your product. I like the ability to track clickable elements and page visits within our tool. I like being able to build a resource center and construct helpful in-app guides.

    Cons

    If your application is built in odd ways (as ours is), it can be hard to get guides to deploy correctly. Pendo also has a pooled CS model, which can be frustrating.

    Ike B.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 1 001-5 000 Employees
    • Used Monthly for 6-12 months
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 1.0 /10

    Shop around

    Reviewed on 2017/04/17

    I've used Pendo a couple times over the period of roughly a year. Both of the time that we tried to...

    I've used Pendo a couple times over the period of roughly a year. Both of the time that we tried to deploy an NPS survey on our product we had some significant bugs. The first, we had a Opt Out list that some of our admins requested to be on (they didn't want to receive the survey). Pendo experienced a bug in which our survey in fact was seen by some of those accounts.

    This most recent time I've run across some significant bugs and pretty fundamental considerations in UI. Take for instance that Pendo provides no help in the UI to help guide you in whether you are actually selecting the right account to pool into a segment to target or exclude. You have to pretty much get the account character for character exact to how Pendo has in the system. When I try to export the list of accounts from Pendo, modify the list to remove or add accounts and reimport, Pendo fails on any accounts that have a comma in the title (like Company, LLC or Org, Inc.).

    Also our survey just decided to not appear out of the blue. Luckily I've jumped in to check our survey frequently and discovered this was the case.

    I can't be confident that when I deploy something to our end users that Pendo will behave appropriately. Consider another solution with better history and size.

    Pros

    The UI is modern and appealing

    Cons

    The software is inconsistent, buggy and unpredictable.

    Verified Reviewer
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 11-50 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Powerful!

    Reviewed on 2021/02/09

    I wasn't initially involved in setting this up, so I was super hesitate when the team said the NPS...

    I wasn't initially involved in setting this up, so I was super hesitate when the team said the NPS tool was going to change. I couldn't be happier - this is a powerful tool!

    Pros

    I use the NPS feature of Pendo daily. The rest of my team uses this tool for our onboarding. We recently moved from Delighted to Pendo and I couldn't be happier! Easy to see our NPS score change over a set period of time, as well as see users comments and score.

    Cons

    So I only use the one feature while my team makes full use of the rest of the tool. There are really no negatives other than it's overwhelming at first as there are so many useful features. Take time to learn so you can get the most from Pendo.

    Showing 5 reviews of 190 Read all reviews

    Pendo FAQs

    Below are some frequently asked questions for Pendo.

    Pendo offers the following pricing plans:

    • Starting from:
    • Pricing model: Free
    • Free Trial: Not Available

    Free with up to 100 monthly active users. Includes community support, rich product analytics, targeted in-app guides, polls, NPS surveys and Pendo branding. For greater than 100 monthly users contact Pendo for a custom pricing plan.

    We do not have any information about Pendo features

    Pendo has the following typical customers:

    2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    Pendo supports the following languages:

    English

    Pendo supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Pendo integrates with the following applications:

    Gainsight CS, Igloo, Salesforce Sales Cloud, Segment, Zapier

    Pendo offers the following support options:

    Email/Help Desk, Knowledge Base, Phone Support, Chat

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